Booking & Cancellation Policy.
How a booking with Jenza ViewMax is confirmed, what a deposit secures, and what happens if your plans change. This applies to travel concierge, events, and ticketing requests arranged through JVM.
How your booking gets confirmed.
We use a two-step confirmation on every booking — a fast provisional hold, then a guaranteed confirmation — so you're never left guessing, and we're never left holding a vehicle or event date for a booking that doesn't go ahead.
Submit a request through the Plan a Trip form or WhatsApp. We reply within one business day with a written quote based on your dates, vehicle choice, or event scope.
Once you accept the quote, we send a "Booking Received" message and hold the vehicle, driver, or date provisionally for 48 hours. This hold is not yet a guarantee.
A 30% deposit of the total quoted fee (or a fixed sum agreed in writing for larger event bookings) secures the booking. We accept mobile money and bank transfer.
Your booking is only guaranteed once the deposit clears — you'll receive a "Booking Confirmed" message with the vehicle or driver assigned, or the event date locked in. This is the only stage that guarantees availability.
The remaining balance is due before the vehicle is released, or no later than 3 working days before an event date.
Quotes are valid for 7 days from the date issued. Rates may be revised if a quote is accepted after this window.
Self-drive hire requires a valid driving licence and a government-issued ID at pickup. Chauffeur, event, and group bookings require accurate pickup points, itineraries, and headcounts in advance.
If your exact vehicle model becomes unavailable, we substitute an equivalent or better model at no extra cost and tell you before pickup.
If your plans change.
Cancellation terms scale with how much notice you give us, since a confirmed booking turns away other clients for that vehicle, driver, or date. The earlier you tell us, the more flexibility we can offer.
Full refund of your deposit, less a 5% processing fee — or reschedule to a new date free of charge, your choice.
50% of the deposit refunded, or one free reschedule to a new date within 60 days.
The deposit is forfeited. The vehicle, driver, or event slot was reserved specifically for you and turned away other requests.
Treated as a same-day cancellation — the full quoted fee for the first day or session applies, and the deposit is forfeited.
If we have to cancel — for example a vehicle breakdown with no equivalent substitute available — you receive a full refund, or a credit toward a future booking, whichever you prefer.
For events outside anyone's control — natural disasters, government-directed closures, civil unrest — no cancellation penalties apply. We work with you on a full refund or a new date.
Approved refunds are processed back to your original payment method (mobile money or bank transfer) within 7 business days.
Need to shift a date or swap a vehicle rather than cancel outright? Message us — most changes made more than 72 hours out are accommodated free of charge.